1&1 Mail & Media, Incorporated

Dear [redacted], We are sorry for the inconvenience this issue may have caused. Our billing department will cancel the invoices and your credit card will be refunded within the next 14 working days. Regarding the fraudulent account, this has been closed and will not be reopened. Your data...

will also be deleted in our system. Please refer to the email that we have sent regarding the details. We hope to hear your feedback regarding this matter. Once again, our sincere apologies for this issue. Thanks,Kevin D[redacted]1&1 Mail & Media, Incmail.com Premium Support

Dear [redacted], After thorough account verification, we would like to inform you that the account in question has been locked and the contract has been cancelled. Furthermore, the invoice has been cancelled and you will receive a refund in the form of a credit card refund within the next 14 working days. Please make sure that the credit card used is still valid otherwise, we cannot transfer the money to your bank. We hope that this matter has been resolved to your satisfaction. We would be glad to hear your feedback regarding this case.Thanks,Kevin D[redacted]Mail.com Premium Support1 & 1 Mail & Media, Inc.

Dear [redacted], We are sorry for the inconvenience this issue may have caused.In order for us to investigate further, we have sent a separate mail to your msn email account to ask for more details. We would appreciate if you can provide us the necessary information that  we are asking for. We...

will look into this case with utmost importance. Thanks,Kevin D[redacted]Mail.com Premium Support1 & 1 Mail & Media, Inc.

Dear [redacted],We are sorry for the inconvenience this issue may have caused.Please be informed that your premium contract has been cancelled as per your request. This means that you will lose the premium features and you will have a free mail account. Please be informed that only the account...

owner is allowed to delete their free mail accounts for security reasons. We have sent a separate email with the necessary instructions on how to do it.We hope that the issue has been resolved. We would be glad to hear your feedback regarding this matter.Thanks,Kevin D[redacted]mail.com Premium Support1&1 Mail & Media, Inc.

Dear [redacted], We are sorry for the inconvenience this issue may have caused you. Please be informed that our security department has blocked the mail.com account and unlinked your [redacted] email address from the said account.We would be glad to hear your feedback regarding this case. Thanks,Kevin...

D[redacted]mail.com Premium Support1&1 Mail & Media, Inc.

Dear [redacted], We are sorry for the inconvenience this issue may have caused. We have checked the accounts that you have specified (ex. brunbaileymodels@[redacted].com, [redacted]@mail.com, [redacted]@email.com) and they are all active and not blocked. We have sent a separate email...

asking for more information regarding the login issue. Please provide us the necessary details so that we can provide a solution. Thanks,Kevin D[redacted]mail.com Premium Support1&1 Mail & Media, Inc.

Dear [redacted], We are sorry for the inconvenience this issue may have caused you. We have checked the email addresses that you have specified and we see that both accounts are active and accessible. Also, the accounts are not blocked from our side. However, we did not see any tickets or...

records about your contact with Mail.com support regarding the issue. We woul appreciate if you can inform us immediately as soon as you encounter any problems so that we can assist you further and provide the necessary resolution. If you have any related issues, please do not hesitate to contact us. Thanks,Kevin D[redacted]Mail.com Premium Support1 & 1 Mail & Media, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Premium service was cancelled.  Thank you.  The credit card we had at your site was cancelled due to the number being stolen.  I will not put a new card number at your site for you to return the change that you made without my authorization.  Please send a check or money order to our address to cover the charge that was made.  This is not our fault that we were charged without our permission for service that we did not request.
Regards,
[redacted]

This issue has been remedied and the refund has been received. Thank you.[redacted]

Dear [redacted],Regarding the refund request, please be informed that we do not offer money order, cash, or bank transfers. As agreed, we have processed the refund and sent the money to you through your [redacted] account. It should reflect in your account in the next 14 working days. We would be glad to hear your feedback regarding this matter. Thanks,Kevin D[redacted]Mail.com Premium Support1 & 1 Mail & Media, Inc

Dear [redacted] We are sorry for the inconvenience this issue may have caused. Regarding the first ticket, we have already sent the password link to your gmail address so that you can reset your password. We have also provided you with the explanation in the separate mail. We hope that this has...

resolved the issue. Regarding the other ticket, we are still loooking into it and we hope to provide you with the resolution as soon as possible. We would be glad to hear your feedback regarding this case. Thanks,Kevin D[redacted]Mail.com Premium Support1&1 Mail & Media, Inc.

Dear [redacted],Thank you for this response. You may send a copy of the LLC paperwork to the support by replying to ticket ID [redacted], which you have in your inbox from the previous conversation with us. Please address it to Dan G[redacted], Support Manager, who will personally handle the ticket. Please let us know as soon as you have sent it so that we can assist you further. We thank you for your patience and understanding. Thanks,Kevin D[redacted]Mail.com Premium Support1&1 Mail & Media, Inc

Dear [redacted],Please be informed that we have processed for a full refund to your credit card account. However, the payment data was not transferred to the system due to a technical error which caused the transaction to be unsuccessful. This has been corrected and the full refund should go through. Please check again within the week and let us know if this is not the case. For more details, please refer to the separate email that we have sent to you. Again, we sincerely apologize for the inconvenience. Thanks,Kevin D[redacted]1&1 Mail & Media, Incmail.com Premium Support

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

From: [redacted] <[redacted]>Date: Tue, Nov 7, 2017 at 8:16 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>The merchant responded to the...

correct support issue now, so this case can be close as resolved.  Thank you.

From: [redacted] <[redacted]>Date: Mon, Oct 31, 2016 at 2:37 AMSubject: Follow-up regarding complaint #[redacted]To: [email protected],I would like to follow-up regarding complaint #[redacted] which was submitted to the Revdex.com of Washington/Pennsylvania earlier this year. When I agreed to close the complaint, I was told over the phone by a representative from Revdex.com that the person they communicated with at [redacted]/1&1 Mail and Media had acknowledged that their language advertising  "unlimited email storage" was misleading and that they would communicate to their superiors that at minimum there should be some language adjustments. Two months later this has not happened. The website still states that there is "Free unlimited mail storage for all your emails." https://www.[redacted].com/mail/#.[redacted]
[redacted]
This is advertised even though there is in fact a limit on 500,000 emails per account that [redacted]  says is due to unsurmountable technical imitations (even though other providers, such as Yahoo, offer space for 54 million emails.)This is in no way clear to the consumer either on the website or when using the service. While the service indicates storage available for its parallel "file storage" service which has a clear 2 GB limit and shows how much of that is in use, the email service gives no indication that a limit exists or that one might be approaching it until you hit it like me and experience a total email block. [redacted]/1&1 Mail and Media should be either be straightforward with its customers about the limits that exist or fulfill the service that it advertises. In response to a related complaint I filed with the NY Attorney General's Office, [redacted] (see attachment), a paralegal with the company wrote in a letter that "while there is no limitation on the amount of storage space a particular email account can utilize, due to the technical limitations of 1&1 [redacted]'s email infrastructure there are some technical parameters for the email service which cannot be exceeded, including the number of e-emails which can be stored within a single account." This claim is a contradiction in itself, and nobody seeing the claim "unlimited email storage" would understand that to mean there is in fact a 500,000 email limit that is completely unrelated to the amount of storage space actually taken up by the account, especially with no warning given while using the account at any time. My research indicates that this is also not limited to the free email account I am using and that the misleading advertising would also apply to many of 1&1 Mail and Media's paid service offerings. I was able to point to the example of a customer of Mail and Media's German sister company from three years ago. He was a paying a customer for 16.9 GB and was using the same email infrastructure as I was and received the exact message I did (in German) when he hit 500,000 emails and 4.66 GB https://[redacted]/. That case illustrates to me that this is is *not* particular to the free email service and that the same limitation also exists for 1&1's paid services targeted at Americans using the same email infrastructure, such as via its premium mail.com service (which also advertises unlimited storage https[redacted] or its email services advertised as part of its hosting services which advertise 2 GB and 50GB respectively https://www.1and1.com/email-hosting?__lf=Order-Product. So even in those cases where a customer could be paying $6.99 a month, they would not be getting the service as advertised or that they are paying for if they go over 500,000, as far as I can tell. I would appreciate if you could follow-up either from your end and/or could refer this to your false advertising department. Sincerely,[redacted]###-###-####

Dear [redacted],We are sorry to hear that you are still experiencing technical difficulties in accessing your accounts.Our premium support will contact you via phone to further assist you. You may also contact the hotline number that we have provided at your convenient time. We will do our best to fully resolve the issue.  Thanks,Kevin D[redacted]Mail.com Premium Support1 & 1 Mail & Media, Inc.

Dear [redacted], We are sorry for the inconvenience this issue may have caused you. We greatly appreciate your feedback and we are constantly striving to improve our services. As stated, we will not be able to accommodate you with a technical solution to cover your individual needs regarding...

email storage. Also, please be informed that we have withdrawn the termination of your account with the agreement that your usage will not cause any technical issues. We would appreciate if you can review our Terms and Conditions (http://www.[redacted].com/company/terms-and-conditions/). Thanks,Kevin D[redacted]mail.com Premium Support1&1 Mail & Media, Inc.

Regarding Revdex.com Complaint ID [redacted] we have contacted the customer ([redacted]) and informed him that the premium contract in subject and the invoices have been cancelled. A refund has also been processed where he will receive the money through a credit card refund within the next 14 working days. If you have questions, please let me know.Thanks,Kevin D[redacted]Operations ManagerDear [redacted], As mentioned in our separate email, the premium contract in subject has been cancelled. The account is locked and will not be reopened. We have also provided a detailed explanation regarding the charges. Furthermore, the invoices have been cancelled and you will receive a refund in the form of a credit card refund.  The refund process is already in progress. Please expect the transaction within the next 10 working days. Please make sure that the credit card used for the last payment is still valid otherwise, we cannot transfer to the money to your bank. We hope that this matter has been resolved to your satisfaction. We would like to hear your feedback regarding this case. Thanks,Kevin D[redacted]Mail.com Premium Support1 & 1 Mail & Media, Inc

Dear [redacted], We are sorry for the inconvenience this issue may have caused. Based on the information that you have initially provided, we cannot find any related transaction. In order for us to investigate further and resolve this issue, we have sent you a separate email addressed to...

[redacted]. Please reply to that separate email and provide the requested information. Your cooperation and feedback would be highly appreciated. Thanks,Kevin D[redacted]Mail.com Premium Support1 & 1 Mail & Media, Inc